Customer demand for a broader range of mobile and online services to match the range of devices available is increasing for Westpac New Zealand. Over the past year, the bank has introduced both a mobile online banking channel and Impulse Saver — an iPhone app aimed to help customers to save impulsively — and more recently Westpac Cash Tank — an app providing customers access to their real time account balance.
“The opportunity in mobile is that it really is the new frontier in terms of distribution. How banks integrate mobile with online and the physical branch network is going to be critical going forward, and it’s really important we stay ahead of the curve,” says Gerard O’Hara, acting CIO until mid-March this year. Peter Fletcher, who has held IT executive roles including Barclays Bank and Bank of New Zealand, where he was CIO for four years, has since taken on the role.
“Also crucial is continually changing and adapting the way we deliver IT services, meaning increased efficiency, flexibility and less complexity in terms of our service delivery,” explains O’Hara. “The recent renewal of the contract with key supplier IBM for a further five years offers significant opportunities to achieve this. Under the new agreement, a range of advanced technologies will be introduced that, together with the existing environment, will create additional synergies and flexibility and offer more choice to customers.”